How can mystery shoppers help you improve your restaurant's hospitality quality standards?

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If you own or manage a restaurant, you know how important it is to provide excellent hospitality to your customers. Hospitality is not just about serving food and drinks, but also about creating a positive and memorable experience that makes them want to come back and recommend you to others. But how can you measure and improve your hospitality quality standards? One way is to use mystery shoppers.

本文章的要点总结

Gather unbiased feedback:

Mystery shoppers provide impartial insights into your restaurant's service quality, offering a snapshot of the guest experience without staff interference.
Engage your team:

After receiving mystery shopper reports, give your staff time to observe and reflect on their service delivery, fostering an environment of ownership and continuous improvement.

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1 What are mystery shoppers?

Mystery shoppers are people who visit your restaurant as regular customers, but secretly evaluate your hospitality performance based on a set of criteria. They usually follow a scenario or a checklist that covers aspects such as the appearance and cleanliness of the premises, the friendliness and professionalism of the staff, the quality and presentation of the food and drinks, the speed and accuracy of the service, and the overall satisfaction and value for money. They then write a detailed report with feedback and suggestions for improvement.

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2 Why use mystery shoppers?

Mystery shoppers can help you improve your restaurant's hospitality quality standards in several ways. First, they can give you an objective and unbiased assessment of your strengths and weaknesses, as they are not influenced by your expectations or preferences. Second, they can help you identify areas of inconsistency or discrepancy between your standards and your actual performance, as they can compare different visits, locations, or staff members. Third, they can help you monitor and reward your staff, as they can recognize and praise good practices, or point out and correct bad ones.

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3 How to use mystery shoppers?

To use mystery shoppers effectively, you need to follow some steps. First, you need to define your hospitality goals and standards, and communicate them clearly to your staff. Second, you need to select a reliable and professional mystery shopping company or agency that can provide you with qualified and trained shoppers who match your target audience and expectations. Third, you need to agree on the frequency, timing, and scope of the visits, and the format and content of the reports. Fourth, you need to review and analyze the reports, and use them as a basis for feedback, training, or action plans.

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4 How to benefit from mystery shoppers?

Mystery shoppers can provide you with valuable insights and recommendations, but you need to act on them to benefit from them. Here are some tips to make the most of mystery shopping. First, you need to share the reports with your staff, and involve them in the discussion and decision making. Second, you need to celebrate and reward the positive aspects, and address and resolve the negative ones. Third, you need to track and measure the impact of the changes, and adjust them if needed. Fourth, you need to repeat the process regularly, and keep improving your hospitality quality standards.

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David Curtis ??

Educational Customer Service and Systems Consultant @ Up or On The Rocks | New York State Diploma in Bar Management
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After sharing the reports identifying problem areas from the perspective of the mystery shoppers, it's important during discussion to get the employee perspectives as to what are contributing causes for those problems. The employees need to be given a few days to seriously consider and observe up close each action they take during each process focusing on professional ownership of what they need to do to improve their service performance, increase product/service quality, and decrease end consumer wait time. That small amount of additional time to observe and take notes will allow them to provide more complete analysis, which in turn will allow for the generation of better solutions.

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5 How to avoid pitfalls of mystery shoppers?

Mystery shoppers can also have some drawbacks or challenges, if not used properly. Here are some common pitfalls to avoid. First, you need to avoid relying solely on mystery shopping, and use other methods of feedback and evaluation, such as customer surveys, reviews, or complaints. Second, you need to avoid being too rigid or unrealistic with your standards, and allow some flexibility and creativity for your staff. Third, you need to avoid being too negative or punitive with your staff, and foster a culture of learning and improvement. Fourth, you need to avoid being too complacent or satisfied with your results, and always strive for excellence.

Mystery shopping is a powerful tool to help you improve your restaurant's hospitality quality standards, if used wisely and effectively. It can help you assess, monitor, and enhance your hospitality performance, and create a loyal and happy customer base.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Dawn Gribble

?? Digital Marketing Strategist MCIM | Hospitality Industry Expert | For Comprehensive Marketing Audits Visit HospitalityMarketingHub.com ?????
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Your Mystery Shopper isn’t coming in to ‘catch people out’ or point fingers of blame. Your staff should have no idea who they are, and for the best approach – shouldn’t even be aware that a Mystery Shopper is visiting. This will allow a fuller, more realistic view of the day-to-day running of your business. The Mystery Shopper is in a unique position, where they are visiting as a customer but evaluating as a stakeholder. Whether you’re looking to try a new menu, change the décor, or even change the floor plan – getting a 3rd Party opinion, which is non-biased but based on Customer Experience and current trends, can give you a lot of usable data to work with.

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How can mystery shoppers help you improve your restaurant's hospitality quality standards?

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1 What are mystery shoppers?

2 Why use mystery shoppers?

3 How to use mystery shoppers?

4 How to benefit from mystery shoppers?

5 How to avoid pitfalls of mystery shoppers?

6 Here’s what else to consider

Hospitality

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